This release was discovered to have a bug that caused attachments sent to the help desk to be lost. The help desk will show a link to an attachment, but the attachment is not there. This affected all Cloud Help Desk users.

After this issue was discovered, we did a rollback to the previous version of the Cloud Help Desk. Unfortunately, all attachments sent during this window are lost and will need to be sent again.

EDIT: Only the backend updates were rolled back. The mobile app updates remained live.

We've released updates that adds the ability to add and edit descriptive texts to Ticket Views and fixed two bugs related to that. These bugs led to the Ticket Views Settings page being blank when creating a custom Ticket View with the "Assignee" flag.

We've made minor changes to the browser authentication UI for Cloud Help Desk as a part of a larger migration to our unified login system. So the next time you login from a new browser or logout/login, you may notice a slightly different login form.

The authentication-related changes also update the way ticket imports work:

If the imported .json file contains references to admins or techs they will be listed in the Employee Administration settings page (visible to the account owner), but the admin/tech is not invited automatically. The owner or another existing admin must manually issue the invite email to issue the invite email manually.

If the invited admin/tech already has a Spiceworks account, they have immediate access to the Cloud Help Desk account they have been added to, without verifying again via email (but they will receive a notification of access email). Admins/techs without an existing Community user account will receive an invite email and be sent through the user account creation flow, as normal.

We recently released an upgrade to the End User portal included with Cloud Help Desk that let's end users login and see their currently submitted tickets, submit new ones and even close their current tickets without using email. In addition to that release, we've also released a few major bugs that occurred during it's launch. The list of issues resolved is as follows:

Late in the day Friday (March 10) we released changes to the Cloud Help Desk. An upgraded User Portal was released, including the ability for users to view existing tickets. Also admins can now setup end user authentication without AD auth (email/password instead). For more details see our blog posting here.

Over the weekend and today (Monday) we have since discovered a few bugs that we are actively working on fixing (they are not yet fixed, though), including issues with AD authentication, and problems preventing end users from creating tickets in some situations.

If you are having any issues with the Cloud Help Desk's User Portal since Friday please let us know by emailing
help-desk-cloud-support@spiceworks.com.

Today we released a couple of bug fixes to patch up some issues that appeared after a recent update; one that prevented scrolling in the new ticket modal, the other having to do with Custom Attributes containing an ellipses.

86167: cannot scroll down on new ticket modal86155: Ticket Views fail to load if attribute has ellipses in name

We rolled out a release today with two changes around custom attributes.

You can now add custom attributes as columns in the ticket grid:

You'll notice as you add columns a horizontal scroll bar appears below the grid to allow you to scroll through all of the columns.

Second, you can set the value for any custom attributes during creation of a new ticket using the new ticket modal:

The list of custom attributes displayed in the new ticket form will change depending on which organization you have selected, as shown above. Previously you would have to create the ticket using this form, and then view/edit the ticket to set any custom attributes.

We put out a few small releases this week. We've transitioned to MRI Ruby in the backend to improve performance. This introduced a push notification issue on the mobile app side which we're working on now (bug ID 82951).

The releases also fixed two bugs - we had a number of reports of problems with Firefox not allowing login without a browser cache wipe, and that issue is now resolved:

We have updated the of the Help Desk (Cloud)﻿ with the following improvements:

76678 - Add text to prevent ticket email loops

69094 - Fix the new ticket modal closing prematurely

In addition to the above, we took the time to re-work the settings pages to be more intuitive and easier to work with for users with many organizations.

We're also proud to announce the addition of a finer grained ticket notifications controls. You are now able to ﻿control what types of notifications admins and end users receive. You can find the new controls in the Settings are of the app under the Notifications area:

We have a few more new features that will be launched in the coming days... Stay tuned!

We are now going to regularly publish release notes for the Cloud Edition Help Desk, just like we do for the on-premise Help Desk. Since the Cloud Help Desk doesn't really have a version number, and all users are on the same version, we will just include the date in the title of the post.

Moving forward we will list the ticket ID numbers and a brief description of each ticket. Here it is!

Tickets:

70150 - The attachment icon has an extra 'x' on it

70004 - Due Date only persists correctly after being selected a second time

We added a view for All Tickets. This will show you all the tickets you have access to in your help desk. All of them if you are an admin, your tickets or unassigned if you are a tech. This is great for searching across tickets when you can't remember the status of a specific ticket.

It's now possible to switch account ownership to another Admin. Under Employee Administration on the Settings page, click the edit button next to the person you want to transfer ownership to, then click the Convert to Owner button.

We're moving Release Notes to this new blog format to make it easy to stay up to date on the latest release notes for Help Desk Cloud Edition. Recently we've been doing releases/deployments a few times a week.

Follow and/or Subscribe and you'll get automatic notifications each time we post new release notes so you can check out the fixes.

Want a little more detail about each of the new features? Check out the news.

Unsubmitted comments will now stick around in the text entry box if you navigate to the details tab of a ticket. Previously, navigating to the ticket details tab before submitting your comment would clear out your comment.﻿

Process incoming tickets automatically based on rules. Just a few of the possibilities: assign tickets from a specific organization to a certain tech, assign all incoming tickets to an admin for triage, assign tickets about printers to someone specific.

Previously there was no way to subtract time worked on a ticket if you mistyped the time spent or needed to make adjustments. Now you can subtract time from a ticket, just add a negative value. Also perfect for time travellers.